Mortgage Retention Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Offer expert guidance on mortgage renewal and financing requirements, products, and solutions to enhance customer engagement and loyalty.

• Execute sales and service tasks for clients following approved protocols.

• Initiate and manage both inbound and outbound sales discussions regarding mortgage renewals, utilizing comprehensive home-financing alternatives.

• Incorporate marketing promotions and initiatives into customer discussions as appropriate.

• Oversee transactional results or direct clients to the relevant departments.

• Negotiate home-financing pricing while ensuring customer satisfaction and profitable transactions.

• Assess customer requirements concerning mortgage renewal, investment, and financing choices, providing counsel that serves the customer's best interests.

• Manage customer interactions in a knowledgeable, professional, and efficient manner.

• Work collaboratively with both internal and external stakeholders.

• Refer complex or unresolved customer issues to management.

• Complete necessary documentation to process customer requests accurately.

• Conduct research and review lending applications when necessary.

• Uphold the confidentiality of customer and Bank information.

• Comply with regulatory and compliance standards, including AML/ATF, FCAC, and Privacy Act requirements.

• Keep abreast of personal banking and lending products, practices, and industry trends.

• Manage a variety of complex tasks, including handling escalations from other team members.

• Analyze problems and identify appropriate next steps.

• Implement BMO's Risk Management Framework and make informed risk-based decisions that align with business strategies, policies, legal requirements, and regulations.

⛳️ Requirements

• 2–3 years of relevant experience and/or certification in a related discipline is preferred, but not mandatory.

• Familiarity with personal lending and home financing products.

• Understanding of the competitive landscape and trends in product offerings.

• Knowledge of contact center operational processes and policies.

• Awareness of call center technology, processes, and performance metrics.

• Specialized knowledge in relevant areas.

• Strong verbal and written communication abilities.

• Excellent organizational skills.

• Proven collaboration and teamwork capabilities.

• Strong analytical and problem-solving skills.

• Bilingual in French and English is essential to assist clients and team members both within and outside Quebec.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Accommodations available upon request during the selection process.